Terms & Conditions

We wish to ensure your complete satisfaction with both our products and services – please contact us if you have any problems; we will do what we can to help.

The following terms and conditions form the basis on which you can visit and use our website and purchase products and services from it. Please read them carefully as they contain important information.

General terms and conditions

The Glow Company is owned and operated by The Glow Company UK Limited of Unit 3 Faraday Close
Doncaster
South Yorkshire
DN11 8RU. If you want to ask us anything about these terms and conditions or if you have any comments or complaints on or about our website, please e-mail us using our contact us form or telephone us on 0345 505 9090.

Privacy policy

We will treat all information we collect from you under the terms of our privacy policy. This policy governs how we use the information we collect from you as you use our website and when you place an order.

Prices

This website displays prices on product pages inclusive of VAT at the current prevailing rate. Prices in your online shopping basket are displayed without VAT and the total with VAT added appears below.

We do our best to keep our prices up to date, however sometimes mistakes can occur. If we find a mistake in the pricing on your order, we will contact you and advise you of the correct pricing. We will give you the option to cancel your order or continue at the new price. You may be asked to make an additional payment for the difference in pricing.

All prices are in British Pounds (GBP) and all payments and refunds are conducted in this currency. If you place an order from an account denominated in another currency, you will be charged an exchange rate from your currency to GBP by your bank or credit provider and may also be charged a conversion fee. We will not be responsible for any losses as a result of currency exchange charges or exchange rate fluctuations.

Availability of stock

The website provides illustrations of stock availability for most products which, although usually very accurate, is intended as a guide and does not guarantee stock availability for your order.

While every effort is made to keep stock availability information as accurate as possible, all items you order are subject to availability. We will check the stock of all the products ordered as we process your order and we will inform you as soon as possible if any goods are not available.

When we are expecting stock of one or more items on your order soon, we may part-dispatch the goods that are currently available, marking the remaining goods on your order ‘to follow’. When this happens, you will not be charged an additional delivery charge for the remaining goods on your order and we will dispatch them to you separately as soon as stock is available. Goods marked ‘to follow’ are usually dispatched within 7 working days. We will contact you if there are any exceptional delays to goods marked ‘to follow’ and you will have the option to cancel your order of the remaining products.

Ordering errors

You are able to correct any errors on your order up to the point on which you enter your payment details and click on “make payment” or “submit” during the ordering process. We will send an e-mail confirmation of the details of your order to the e-mail address you give us. If any of the details appear incorrect on your order, please contact us immediately to correct them.

Payment terms

We will charge your credit/debit card or paypal account for full payment when you place your order. If it is not possible to obtain full payment for the goods from your account then we may cancel the contract and or suspend any further deliveries to you.

We operate strict anti-fraud measures and occasionally we may need to contact you to confirm some details of your order as a part of our fraud checks. If we suspect that an order may be fraudulent or if we are unable to complete our checks to our satisfaction, we may cancel your order and refund you in full without notice.

In the unlikely event that someone uses your card fraudulently on our website, you will receive full reimbursement; you may be required to provide evidence that a transaction is fraudulent.

Delivery

Please note that, except by special arrangement, we are only able to deliver to addresses within the United Kingdom and selected European countries. Please refer to our delivery information page for an up-to-date list of locations to which we can deliver.

We will attempt to deliver all the goods on your order within 30 days. If this is not possible, we will make every attempt to contact you using the information you provide to us on your order. We accept no liability if a delivery is delayed because you did not give us the correct contact, delivery or payment details.

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time. Delivery charges vary according to the type of goods ordered and your delivery address. Please refer to the delivery information page for full details of charges, timescales etc.

Risk and ownership

Risk of damage to or loss of the goods passes to you at the time of delivery or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full.

Acknowledgement and acceptance of your order

You will need to provide us with your e-mail address when you place an order and we will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details – this confirmation is only an acknowledgement of the details of your offer to purchase the goods. An acceptance of your order will only take place on despatch of the good(s) ordered.

Returns - Your right to cancel

When you purchase from us as a consumer*, you have the right to cancel your order up to 14 days after the products are delivered.

Please contact us within 14 days of receiving the products to arrange a return. We will issue you with a returns authorisation number and advise you on the procedure for returning the products.

You must take good care of the products while they are in your care and return them to us in a resalable condition along with all the original parts, packaging, manuals, accessories etc.

The products must be returned to us within 28 days of delivery to you and you will be responsible for returning the product to us at your own expense.

When you have benefitted from reduced prices for buying multiple quantities of a product, if you return less than the number originally purchased, then we will adjust the amount of your refund to reflect the price that would have applied to the number that you choose to keep.

If you used standard delivery or saver delivery service on your order, then we will refund you for the returned products and the original delivery charge on your order. If you have used an enhanced delivery service, like next day delivery, then we will refund you for the returned products and the applicable standard delivery charge only.

The right to cancel will expire if you do not tell us that you wish to cancel within 14 days of delivery of the goods.

The right to cancel will not apply if you tell us that you have accepted the products, or if you use the products in a way that implies that you have accepted them; for example, if you permanently alter the products.

The right to cancel does not apply to products that have been personalised or custom-made to your specification.

* If you are purchasing for a business, or if you are purchasing products to resell, we still provide you with 14 days to cancel your order and return products as described above, however, you must return the full quantity of products originally purchased. We do not offer sale or return services.

If a product arrives damaged...

If a courier delivers your order and the parcel shows visible signs of damage, please sign the carrier's delivery note indicating accordingly (eg. tick a 'parcel damaged' box or sign the word 'DAMAGED').

We will issue you with a returns authorisation number and advise you on the procedure for returning the product.

We will arrange for the return of the damaged product at no charge to you.

We will provide a replacement product, or a refund of the original purchase price, including the original delivery charge paid, within 30 days.

We provide a 12 month warranty on all products.

We guarantee our products against defects in materials or workmanship for a period of 12 months from the date of delivery.

If a product arrives faulty or develops a fault within 28 days...

If a product is faulty on arrival, or develops a fault within 28 calendar days of delivery, please contact us within this time to arrange a return.

We will issue you with a returns authorisation number and advise you on the procedure for returning the product.

We will arrange for the return of the damaged product at no charge to you.

We will provide a replacement product or a refund of the original purchase price, including the delivery charge paid, within 30 days.

If a product develops a fault within the warranty period...

If a product develops a fault and more than 28 calendar days have passed since delivery, then we will provide a repair or replacement for the product provided that the fault is reported within 12 months of delivery.

We will issue you with a returns authorisation number and advise you on the procedure for returning the product.

We will arrange for the return of the damaged product at no charge to you.

We will test the returned product and, upon verifying the fault, we will repair or replace the product.

If we are unable to repair or replace the product we will offer to exchange the faulty product for an alternative product from our current stock or a refund of the original purchase price.

Any product that is returned to us as faulty but found to be working correctly in our tests will be returned to you. We may make an additional charge to re-deliver the product to you.

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to The Glow Company UK Limited. All rights are reserved.

You may download, save and print the contents of this website for your own personal, non-commercial use.

You may not reproduce any of text and images and other files and media that make up this website in whole or in part for any purpose.

Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our prior written permission. You may not modify, distribute or repost anything on this website for any purpose.

Accuracy of content

We have taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as displayed on this website. Any weights, dimensions and capacities given about the goods are approximate only. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website and we shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials contained on this website.

Damage to your computer

We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website and to take reasonable steps to protect your computer from viruses, malicious software and other threats. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Exclusion of liability

Any disclaimers and exclusions of liability in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence. These disclaimers and exclusions shall be governed by and construed in accordance with English law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.